Date: November 2013 (Review Nov 2014) Job Title : Operations Manager Department : Hospital Operations Location : Waitemata DHB Reporting To : Group Manager Hospital Operations Direct Reports : Non-Clinical Support Manager Cleaning & Orderly Services (subject to amendment following a period of review) Functional Relationships with : Internal GM Surgical & Ambulatory Services Heads of Division DoN, CMO, Director Allied Health DHB Operations Managers Decision Support Group Human Resources Clinical & non-clinical staff Health Alliance payroll, procurement Quality Team Laundry Services Contractor Copy Service Contractor Postal Service Contractor Infection Control Relocations, FF&E and space allocation External Waitemata District Community Other DHBs Hospital contractors Purpose : This role will provide leadership and management of clinical support services. To effectively contribute as a member of the divisional management team and to the management of Hospital Operations across both North Shore and Waitakere sites, in line with the business plan and the Waitemata DHB strategic direction. The Operations Manager will also have full operational responsibility for the effective service delivery of clinical DHB and contracted services, achieved by working in partnership with Operations Managers and Clinical leaders To co-ordinate and manage the service activities to ensure that the service consistently delivers high quality, cost effective care for its patients by supporting managers with the delivery of services To effectively manage hospital contracts and relationship Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 1
management with external suppliers KEY TASKS EXPECTED OUTCOMES Service Delivery Manage the day-to-day business and operations of clinical services to ensure that clinical services are provided in a safe and timely manner. Service delivery at all times is in accordance with the infection control standards specified in health service policies and procedures. Operational plans for the services are established and key performance indicators met. Service outcomes are evaluated and there is evidence of ongoing improvement. Clinical services are provided within the context of the WDHB promise and quality outcomes, are efficient and are aligned to WDHB promise, values and strategic direction Effective relationship management and monitoring and delivery of contracted services. Strategy and Service Level Planning Contribute to setting the strategic aims of WDHB and devolving these into service plans. Collective responsibility, as a member of the senior management team, for the consideration of key issues impacting on Hospital Services and WDHB. Ensure the Service/s are planned to meet agreed Service Level Agreements. Develop appropriate workforce development plans in conjunction with the organizations direction and expectations. This includes benchmarking, FTE establishment and balance between Service Level Agreements and service demand/trends. Manage the development of quality, business and operational plans in accordance with the WDHB s mission and overall operational and strategic plans including workforce, equipment and capital planning. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 2
KEY TASKS EXPECTED OUTCOMES Financial and Resource Management Lead the budget process within service, ensuring participation and ownership by the key stakeholders Manage the preparation of service budgets to fulfill operating objectives. Achieve agreed Service Level agreements are met within agreed budget Monitor and analyse the services financial and performance results to ensure remedial action is implemented to manage variances so as to ensure all services are within agreed performance and financial parameters Ensure there is an equipment replacement plan in place and submit bids for capital funding as appropriate. Risk Management Within a framework of effective and prudent controls ensure key risks are reported, assessed and managed; implementing mitigation strategies as appropriate. Continuous Improvement and Quality Management Work with services as required to develop, implement and evaluate a range of patient safety initiatives. Ensures and demonstrates a serious commitment to continuous improvement. Responsibility to challenge constructively the decisions of colleagues in the best interests of patients and the organization using the organizations values as a framework. Complaints are responded to with any trends being noted and appropriate corrective actions taken. Lead and advocate quality for the service through development of a quality plan, ensuring there is an internal quality team who can support the wider WDHB quality team. Maximise the effectiveness of the service by promoting evidence based practice, responsive patient focused service delivery, streamlined and collaborative integration across WDHB provider services Works proactively with the Quality team to introduce patient improvement initiatives. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 3
KEY TASKS EXPECTED OUTCOMES Ensure safe staffing levels across the services. Creates an environment that improves health outcomes for all. Champions improvements in service delivery and service information. Education Take an active lead in local and National Health Service projects to both promote and develop themselves, their services, their services and WDHB. Leadership and Team Management Provide leadership to all staff within the service and, working closely with Operations Managers and Heads of Division, ensuring, effective, safe and responsive patient service delivery. Be responsible for the performance management of direct reports and for succession planning to ensure that the Hospital s performance process is robustly implemented across the service. Performance management systems within the program, including performance management of direct reports, are maintained Lead by example; living and demonstrating the WDHB values. Ability to have open, honest and respectful discussions Manage teams of motivated and well trained staff focused on providing the best possible patient care, by agreeing accountabilities and standards of performance Performance planning and coaching of staff and appraisals completed at least annually according to WDHB policy Statutory Requirements Ensure the service meets all statutory, regulatory and contractual obligations and complies with all WDHB policies and procedures including financial reporting, occupational health and safety and human resource policies. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 4
KEY TASKS EXPECTED OUTCOMES Direct reports operate within appropriate authorisations and delegations according to WDHB policy. Services comply with all guidelines and all other relevant standards as objective measures of service delivery Statutory & Treaty of Waitangi obligations Ensures the professional and political integrity of WDHB by carrying out all functions in compliance of the Treaty of Waitangi and by demonstrating a serious commitment to keeping the treaty alive. To recognise Individual Responsibility for Workplace Health and Safety under the Health and Safety in Employment Act 1992 Shows sensitivity to cultural complexity in the workforce and patient population Company health and safety policies are read and understood and relevant procedures applied to their own work activities Workplace hazards are identified and reported, including self management of hazards where appropriate Can identify health and safety representative for area A health and safety representative is appointed and trained for each area. Provide a work environment that is safe and without risk to health for all employees, contractors, visitors and any other persons affected by the organisations' activities Appropriate systems are implemented and maintained to minimise the risk of harm Ensure that OHS risks are understood, assessed and documented That values, attitudes and behaviours you expect of your workforce are actively promoted and modeled Compliance with the actions set out in the relevant section(s) of the OHS Roles and Responsibilities Guideline Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 5
Behavioural Competencies Adheres to Waitemata District Health Boards 4 Organisational Values of: Every single person matters, whether a patient / client, family member or a staff member We see our work in health as a vocation and more than a job, We are aware of the suffering of these entrusted to our care. We are driven by a desire to relieve that suffering. This philosophy drives our caring approach and means we will strive to do everything we can to relieve suffering and promote wellness. We need to be connected with our community. We need to be connected within our organisation across disciplines and teams. This is to ensure care is seamless and integrated to achieve the best possible health outcomes for our patients/clients and their families. We seek continuous improvement in everything we do. We will become the national leader in health care delivery. Behavioural Competencies Behaviour Demonstrated Communicates and Works Co-operatively Actively looks for ways to collaborate with and assist others to improve the experience of the healthcare workforce, patients & their families and the community & Iwi. Is Committed to Learning Proactively follows up development needs and learning opportunities for oneself and direct reports. Is Transparent Communicates openly and engages widely across the organisation. Enacts agreed decisions with integrity. Is Customer Focused Responds to peoples needs appropriately and with effective results Identifies opportunities for innovation and improvement Works in Partnership to Reduce Inequality in Outcomes Works in a way that: Demonstrates awareness of partnership obligations under the Treaty of Waitangi. Shows sensitivity to cultural complexity in the workforce and patient population. Ensures service provision that does not vary because of peoples personal characteristics. Improves health Work practices show a concern for the promotion of health and well-being for self and others. Prevents Harm Follows policies and guidelines designed to prevent harm. Acts to ensure the safety of themselves and others. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 6
VERIFICATION: Employee: Manager: Date: Review Date: Note: This job description forms part of an individual s contract of employment with WDHB and must be attached to that contract. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 7
PERSON SPECIFICATION POSITION TITLE: Operations Manager Minimum Preferred Qualification Healthcare management qualification or comparative relevant management experience. Degree or post-graduate tertiary education in health Healthcare Management or other relevant Management (Business/Finance) qualification. Experience Experience in healthcare sector within a unit / operational management senior health professional role. Demonstrated leadership experience. An established understanding of health services and service delivery objectives. A record of achievement in delivering services in accordance with the stated performance objectives of the healthcare organisation Experience in managing change processes and implementation that meet the organisations requirements. Demonstrated experience and ability in strategic (preferred) and operational planning. Demonstrated ability to plan, secure and manage projects within budget and timeframe Advanced team management ability. Demonstrated leadership experience in a clinical setting. Skills/Knowledge/Behaviour Ability to build strong relationship with all Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 8
stakeholders. Experience in financial analysis/budgeting skills within a medium/large organisation. High level facilitation and negotiation skills. Ability to interpret and evaluate diverse and complex information. Ability to write formal papers, discussion documents and business cases for senior management and Board. Ability to translate evidence into practice. Ability to support the development of a continuous quality improvement culture in the clinical areas. Capacity to work with stakeholders including patients, staff and the community to ensure the continued delivery of safe and high quality services. Waitemata District Health Board -JOB DESCRIPTION - Operations Manager Page 9